User Guide

2-49
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 2 CallType Reports
Unified CCE Call Type Historical Reports
VRU Unhandled
The count of calls that were marked as Offered to the VRU but not handled in the half hour
interval.
Derived from: Call_Type_Half_Hour.VruUnhandledCallsToHalf
VRU Handled
The count of VRU calls that were marked as handled at the VRU in the half hour interval.
Derived from: Call_Type_Half_Hour.VruHandledCallsToHalf
VRU Assisted
The count of VRU handled calls that were then marked as routed to agents in the half hour
interval.
Derived from: Call_Type_Half_Hour.VruAssistedCallsToHalf
VRU OptOut Unhandled
The count of VRU unhandled calls that were marked as routed to agents by caller request in the
half hour interval.
Derived from: Call_Type_Half_Hour.VruOptOutUnhandledCallsToHalf
VRU Scripted Trans
The count of VRU calls that were marked as routed to agents as a result of normal script procedure
in the half hour interval.
Derived from: Call_Type_Half_Hour.VruScriptedXferredCallsToHalf
VRU Forced Trans
The count of VRU calls that were marked as routed to agents as a result of caller difficulties in the
half hour interval.
Derived from: Call_Type_Half_Hour.VruForcedXferredCallsToHalf
VRU Other
The count of VRU calls that were marked with a VRUProgress value other than those listed in the
preceding half-hour period.
Derived from: Call_Type_Half_Hour.VruOtherCallsToHalf
VRU Time
The total time that the all calls spent at the VRU in the half hour interval, regardless whether the
call was queued or not.
Derived from: Call_Type_Half_Hour.VRUTimeToHalf